Encapsulation of software support tools

ABSTRACT

A system, method, and computer program product for facilitating troubleshooting of remote workstation issues reported by an end user to a technical support center analyst in an enterprise network. A plurality of remote workstation software support tools are encapsulated in a support center utility application. Upon receiving a call from an end user (also referred to as customer herein), the remote workstation name for the end user is entered into the support center utility application. This causes information for the remote workstation and end user to be presented to the analyst via a support center utility application interface. At least one encapsulated remote workstation software support tool is launched based on an issue reported by the end user, the tool being pre-populated with information for the remote workstation from the support center utility application interface. The launched remote workstation software support tool is utilized to perform at least one troubleshooting step to resolve the issue reported by the end user.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application is a continuation of and claims priority from U.S.patent application Ser. No. 12/121,370, filed on May 15, 2008, entitledENCAPSULATION OF SOFTWARE SUPPORT TOOLS, incorporated by referenceherein in its entirety.

BACKGROUND OF THE INVENTION

Embodiments of the invention relate generally to information processingon a computer network and, more particularly, to methods and systems forencapsulating software support tools for call center operation in acorporate wide area network.

In computer network communications, there is a need for help deskpersonnel or Information Technology (IT) support staff to access enduser workstations or remote servers. A large enterprise will typicallyhave a wide area network (WAN) with many thousands of workstations thatare connected to various servers in the network. In a typical largeenterprise network, the devices being accessed are geographicallydispersed from the support personnel.

When an end user experiences problems with software on his workstation,remote control software is used to identify specific error messages orobserve a series of dialog boxes. There are a number of technicalsolutions that address remote access to workstations in a Windowsenvironment. These include Symantec PC Anywhere, VNC, Citrix, WindowsTerminal Services, and Timbuktu among others.

SUMMARY OF THE INVENTION

Embodiments of the invention are directed to a method and system to makethe job of a remote IT support person located in a call center (e.g.,Help Desk) easier via automation and centralization. The encapsulatedsoftware support tools application pulls a plurality of remoteworkstation tools into one location to make the tools immediatelyavailable to IT support personnel, referred to more generally as usersherein. The user has to obtain the remote workstation name and inputthat name into the application to begin. After the workstation name isloaded, the application will present information about the remotemachine and logged-on user with the option to launch additional toolsfor more information. The additional tools include Microsoft suppliedworkstation tools and third party tools. Application launchers areavailable in the prior art, but are not designed to encapsulate supporttools for the remote workstation.

The invention addresses business needs to make access to tools morecentralized, to improve first call resolution/troubleshooting, and tosimplify training of employees. The advantage is that each remoteworkstation tool launches pre-populated with information about theremote workstation that is supplied when the application is opened. Thissaves time for IT support personnel from having to locate tools and thensupply the workstation name for each tool in order to performtroubleshooting steps.

In one embodiment of the invention, a method is provided forfacilitating troubleshooting of remote workstation issues reported by anend user to a technical support center analyst in an enterprise network.A plurality of remote workstation software support tools areencapsulated in a support center utility application. Upon receiving acall from an end user (also referred to as customer herein), the remoteworkstation name for the end user is entered into the support centerutility application. This causes information for the remote workstationand end user to be presented to the analyst via a support center utilityapplication interface. At least one encapsulated remote workstationsoftware support tool is launched based on an issue reported by the enduser, the tool being pre-populated with information for the remoteworkstation from the support center utility application interface. Thelaunched remote workstation software support tool is utilized to performat least one troubleshooting step to resolve the issue reported by theend user.

The system includes a plurality of components that perform the steps ofthe method when operated on a computer system, such as a server. Thecomputer program product includes a computer readable medium havingcomputer instructions embedded therein, the computer readable mediumimplementing the method when operated on the computer system.

BRIEF DESCRIPTION OF THE DRAWINGS

These and other advantages and aspects of the embodiments of theinvention will become apparent and more readily appreciated from thefollowing detailed description of the embodiments taken in conjunctionwith the accompanying drawings, as follows.

FIG. 1 illustrates a user interface for encapsulating a plurality oftools available to a call center operator to launch on a remoteworkstation in accordance with an exemplary embodiment of the invention.

FIG. 2 illustrates a Change Workstation dialog box that can be used inan exemplary embodiment of the invention.

FIG. 3 illustrates an exemplary Hard Drive Options dialog box that canbe used in an exemplary embodiment of the invention.

FIG. 4 illustrates an exemplary drive disconnection verification messagethat can be displayed to the user in an exemplary embodiment of theinvention.

FIG. 5 illustrates an exemplary SMS/Remote Control Options dialog boxthat can be displayed to the user in an exemplary embodiment of theinvention.

FIG. 6 illustrates an exemplary Password Synchronization dialog box thatcan be displayed to the user in an exemplary embodiment of theinvention.

FIG. 7 illustrates an exemplary Antivirus Options dialog box that can bedisplayed to the user in an exemplary embodiment of the invention.

FIG. 8 illustrates an exemplary Profile Tools menu dialog box that canbe displayed to the user in an exemplary embodiment of the invention.

FIG. 8A illustrates an exemplary Profile status dialog box that can bedisplayed to the user in an exemplary embodiment of the invention.

FIG. 8B illustrates an exemplary Shared Workstation registry valueexistence dialog box that can be displayed to the user in an exemplaryembodiment of the invention.

FIG. 8C illustrates and exemplary Shared Workstation status dialog boxthat can be displayed to the user in an exemplary embodiment of theinvention.

FIG. 9 illustrates an exemplary View Services Options dialog box thatcan be displayed to the user in an exemplary embodiment of theinvention.

FIG. 10 illustrates an exemplary Messenger program user interface thatcan be displayed to the user in an exemplary embodiment of theinvention.

FIGS. 11A-11B illustrate exemplary Messenger—Options and Signaturedialog boxes that can be displayed to the user in an exemplaryembodiment of the invention.

FIGS. 12A-12B illustrate exemplary Ping Tools user interface dialogboxes that can be displayed to the user in an exemplary embodiment ofthe invention.

FIG. 13 illustrates an exemplary Remote Tools Continued menu that can bedisplayed to the user in an exemplary embodiment of the invention.

FIGS. 14A-14F illustrate processing logic for a plurality of scenariosin an exemplary embodiment of the invention.

DETAILED DESCRIPTION OF THE EMBODIMENTS

The following description of the embodiments of the invention isprovided as an enabling teaching of the invention including its best,currently known embodiment. Those skilled in the relevant art willrecognize that many changes can be made to the embodiments described,while still obtaining the beneficial results of the invention. It willalso be apparent that some of the desired benefits of the embodimentsdescribed can be obtained by selecting some of the features of theembodiments without utilizing other features. Accordingly, those whowork in the art will recognize that many modifications and adaptationsto the embodiments of the invention are possible and may even bedesirable in certain circumstances, and are a part of the invention.Thus, the following description is provided as illustrative of theprinciples of the embodiments of the invention and not in limitationthereof, since the scope of the invention is defined by the claims.

It should be noted that in the following description, Microsoft Windowsplatforms are used to explain embodiments of the invention. Inparticular, a number of references are made to the Windows NT operatingsystem platform because of its widespread deployment in corporateenterprise networks. The concepts described herein are equallyapplicable to other Windows operating systems, including, but notlimited to, Windows XP and Vista. The concepts can also be implementedin other environments such as Unix or Linux.

FIG. 1 illustrates a user interface for encapsulating a plurality oftools available to a call center operator to launch on a remoteworkstation. The Remote Computer Information section 10 displays theLogon ID, Drive Connected, and Change Workstation button. The Logon IDshows the identifier of the person who last successfully logged onto theNT workstation. The Logon ID is color-coded to show whether the personis logged onto the workstation. For example, if the Logon ID field isred, the person is not logged on to the workstation. If the Logon IDfield is black, the person is logged on. The Drive Connected field shownin Remote Computer Workstation section 10 of FIG. 1 indicates that adrive has been connected to the remote workstation and which drive isconnected. If the user is not browsing a drive when he exits from theencapsulated software support tools application or changes workstation,the drive will be disconnected.

The Change Workstation button 20 pulls up a dialog box that allows theuser to enter the name of a new remote workstation to view. FIG. 2illustrates an exemplary Change Workstation dialog box. Because theencapsulated software support tools application is based on working witha remote workstation, the user must supply the computer name of theremote workstation when the encapsulated software support toolsapplication is loaded. Therefore, the user will also see this dialog boxwhen he first opens the encapsulated software support tools application.The dialog box includes a pull down list that will show the last tencomputers to which the user has successfully connected. The Ping Toolsbutton in the lower left corner of the dialog box allows the user tocheck for the existence of a workstation on the network. The Ping Toolsfunctionality is described in more detail below. The Connect As field inthe dialog box allows the user to type in the Windows NT ID to use inorder to establish a connection with the remote workstation. This fieldcan be used when a workstation will ping but the encapsulated softwaresupport tools application cannot connect to the workstation using theWindows NT ID. In this situation, the user could tryComputerName\Administrator in the Computer Name field. After the ConnectAs field is populated, a Password field will appear to allow the user toenter the password needed to connect to the remote workstation.

In one exemplary embodiment, the Customer Service System (CSS) Toolssection 30 in FIG. 1 can be used to troubleshoot various CSS problems.CSS is used to refer generically to an internal enterprise system formaintaining customer accounts, billings, collections, and relatedcustomer data. At the top of the CSS Tools section 30, the current CSSversion that has been deployed, the version of CSS that the remotecomputer's registry reports being installed, and the previous version ofCSS are displayed.

In one exemplary embodiment, selecting the View INVRSULT.TXT buttonloads the C:\INVRSULT.TXT file in Notepad, which list the files that areout of synchronization with the latest version of CSS. Selecting theCheck CSSINST Folder button pulls up a directory listing of theC:\CSSINST folder, which is where CSS Delivery files are placed bySystem Management Server (SMS) deployments. Systems Management Server,available from Microsoft Corporation, allows for automated inventorymanagement of workstations, software deployment, and remotetroubleshooting for medium to large wide area networks. Selecting the19820 Quick Fix button will quick fix an Inventory of Files Error 19820,which indicates a network or server problem. A file is copied to theremote workstation and a registry entry is changed. Selecting either theSend CSSINCR.EXE button or the Send CSSFULL.EXE button will create batchfiles on the remote computer for download of the incremental or fullinstall files, respectively. Selecting the CICS Change Password buttonassists in verifying that a CICS password, used by CSS, is synchronizedwith a caller's NT password. Customer Information Control System (CICS)is an IBM-licensed program that enables transactions entered at remoteterminals to be processed concurrently by user-written applicationprograms.

The Remote Tools section 40 in FIG. 1 allows various troubleshootingoptions on a remote workstation. The following is an overviewdescription of the options available to the user. Selecting the ExploreHard Drive button from the Remote Tools section 40 of FIG. 1 results inan exemplary Harddrive Options dialog box providing the options depictedin FIG. 3.

The Explore C:\ option opens a Uniform Naming Convention (UNC) path tothe C: drive on the remote workstation in an Explorer window. It is astandard way to access network shares in Windows NT. The format of anUNC path is:

\\<servername>\<sharename>\<directory>

where: <servername> is the network name; <sharename> is the name of theshare; and

<directory> is any additional directory below the shared directory.

The Explore Windows Folder option opens an UNC path to the C:\Windowsfolder on the remote workstation in an Explorer window.

The Explore Profiles Folder option opens a Profile Tools dialog box. TheProfile Tools functionality is described in more detail below.

The Explore Temp Folder option opens an UNC path to C:\Temp folder onthe remote workstation in an Explorer window.

The Connect Drive To option connects a drive to the remote workstation.Once this option is selected it will be disabled to prevent connectingadditional drives to the remote workstation. The drive connected will beindicated in the Remote Computer Information display section 10 inFIG. 1. An attempt is made to disconnect the drive when ChangeWorkstation is used to successfully connect to a new workstation or whenthe encapsulated software support tools application is closed. If theVerify Disconnect option is checked the user will receive a confirmationdialog box depicted in FIG. 4 prior to disconnection of the drive. TheConnect Drive option is also available in the Profiles Tools menudescribed below.

The File Manager icon located in the lower left corner of hardware driveoptions dialog box of FIG. 3 launches Windows File Manager instead ofExplorer. Since File Manager must have the remote workstation connectedto a drive, the user should use the Connect Drive To option beforeselecting File Manager.

Selecting the Registry Editor button from Remote Tools section 40 ofFIG. 1 loads the Microsoft Registry Editor containing the WindowsRegistry Configuration. This editor could be used to view or modify theremote workstation's registry. Registry hives are logical sections ofthe registry. A registry hive is a group of keys, sub-keys, and valuesin the registry that has a set of supporting files containing databackups. Certain predefined keys are used by Windows systems. TheHKEY_LOCAL_MACHINE hive key contains configuration informationparticular to the computer for any user. The HKEY_USERS hive keycontains all the actively loaded user profiles on the computer.

Selecting the Administer Users button from Remote Tools section 40 ofFIG. 1 loads the Local Users and Groups tool populating it with the userinformation on the remote workstation. This tool can be used todetermine what local accounts have been created for the workstation.Most frequently, this tool will be used to add enterprise user IDs tothe Administrator group on the remote workstation.

Selecting the Administer Services button from Remote Tools section 40 ofFIG. 1 loads the Services tool populating it with the services on theremote workstation. Most frequently, this tool will be used to stop andstart Services on the remote workstation.

Selecting the Management Console button from Remote Tools section 40 ofFIG. 1 loads the Computer Management tool populating it with managementtools on the remote workstation. This allows access to the Event Viewerfor application, security, and system logs. The tool is used mostfrequently to determine what service or driver is not loading at systemstartup. The Computer Management tool also includes the Local Users andGroups and Services tools discussed above.

Selecting the Diagnostics button from Remote Tools section 40 of FIG. 1loads the System Information tool populating it with various diagnosticinformation about the remote workstation. This displays environment,services, devices, system BIOS, display adapter, resources, and networkinformation.

Selecting the Remote Control Tools button from Remote Tools section 40of FIG. 1 opens the exemplary SMS Options dialog box depicted in FIG. 5.The options that can be selected in an exemplary embodiment aredescribed in the following paragraphs.

The SMS Administrator option opens SMS Administrator populated with theSMS Master Site server connection. The Master Site is the server thatcontains all computers in the enterprise. The user can then search forthe remote workstation computer name to use the remote control optionsprovided by SMS.

The Offer Remote Assistance option allows the user to open Microsoft'sHelp and Support Center in an Offer Remote Assistance mode. The remotecomputer name is prepopulated. The user can click Start RemoteAssistance to begin a remote control session with the remoteworkstation.

The Remote Desktop option allows the user to opens Microsoft's RemoteDesktop Connection Dialog to allow the user to login to the remoteworkstation with the user's credentials or his/her own credentials.Remote Desktop does not allow the remote user to interact with theworkstation when used.

Selecting the Additional Information button from Remote Tools section 40of FIG. 1 requires that a user be logged into the remote workstation.The following information will be gathered from the remote workstation'sregistry: central profile location of the user logged on, serverinformation, printer information, NT group information, and persistentconnections.

Selecting the Password Tools from Remote Tools section 40 of FIG. 1 willbring up the dialog box shown in FIG. 6. As illustrated, the dialog boxprovides two options: Password Sync Utility and PasswordTroubleshooting.

The Password Sync Utility option launches the Password Synchronizationutility populating it with the server list for the person logged ontothe remote workstation. The user can add and delete servers from thelist as needed. The Password Synchronization program supplements theWindows Password Change to allow synchronization of passwords for auser's same ID on non-Windows platforms, such as a CICS mainframe,Novell servers, and ELAN servers, with the user's Windows password.

The Password Troubleshooting option collects information about theremote workstation and user needed Tier II or Tier III server or networksupport groups to troubleshoot why the remote user's password is notsynchronizing throughout their Windows domain. Tier II or Tier IIIsupport groups refer to expert specialized support outside of theservice desk or help desk. Information gathered by this option are theremote computer name, the user's logon ID, the domain controller used,and the logon server used.

In one embodiment, selecting the Symantec Antivirus button from RemoteTools section 40 of FIG. 1 displays the Symantec Antivirus Optionsdialog box shown in FIG. 7. The display in this dialog box shows theuser the version of Virus Definitions that are currently available fordeployment to the remote workstation from the encapsulated softwaresupport tools application and shows the version of the Virus Definitionsthat are on the remote workstation. This option is based upon SymantecAntivirus software, but with some research could possibly work with anycommercially software suitable for that purpose, including McAfee orother well-known antivirus products.

The Update Virus Definitions option will copy the latest VirusDefinitions to the remote workstation and then monitor the workstationfor two minutes to verify that the installation works properly. Thisoption will only be enabled if the currently available version isgreater than the version on the remote workstation.

The Remove Symantec Antivirus option removes the Symantec Antivirussoftware from the remote workstation if the program becomes corrupted.It can then be reinstalled.

Selecting the Profile Tools button from the Remote Tools section 40 ofFIG. 1 displays the Profiles Tools menu dialog box shown in FIG. 8.

The Explr User's Central Profile button will launch a Windows Explorerview of the Central Profile for the user logged onto the remoteworkstation.

The Explr User Workstn Profile button will launch a Windows Explorerview of the user's profile on the remote workstation.

The Explore All Profiles button will launch a Windows Explorer view ofall profile folders on the remote workstation.

The View Logon Log File button will display the logon log file for theuser logged onto the remote workstation.

The Rename Logged Profiles button will rename the profile folders forthe user logged onto the remote workstation on all workstations the userhas logged onto based on information found in the Logon Log File. Thisoption is used when profile corruption has occurred to avoid a user fromcorrupting their roaming profile again by logging onto a workstationthat contains a copy of their previously corrupted profile.

The Local/Roaming Profile button displays the Profile dialog boxdepicted in FIG. 8A to display the Local or Roaming status of the user'sprofile on the remote workstation and allow the option to toggle thestatus of the profile.

The Fix Profile Folder button is normally disabled, but will be enabledif issues are detected with the name of the user's profile folder on theremote workstation. This script can be used to correct that issue.

The Delete Profiles 7 Days Old button will delete user profiles on theremote workstation older than 7 days. This option utilizes the MicrosoftWindows Operating System User Profile Deletion Utility v5.2—MicrosoftCorporation. All rights reserved—usage: DELPROF [/Q] [/I] [/P] [/R][/C:\\<computername>] [/D:<days>].

The Shared Workstation button checks the registry of the remoteworkstation for the shared workstation value, if the value does notexist the dialog box depicted in FIG. 8B is displayed. If Yes, isselected in the FIG. 8B dialog then the value is created in the remoteworkstations registry. Once the value exists in the remote registry thedialog box depicted in FIG. 8C appears to display whether the remoteworkstation is configured as a shared workstation or not. The dialogdepicted in FIG. 8C also allows the option to toggle shared workstationon or off. Shared workstations do not retain copies of the user'sprofiles after remote users log off to conserve disk space.

The Profile Size Cleanup Asst and Profile Rebuild Tool buttons areinternal tools that are used to assist with profile size cleanup andprofile rebuild for the user logged onto the remote workstation. Thesetools have been scripted to allow for pre-population of the remote username and computer name information.

For informational purposes, the UNC path below the command buttons showsthe roaming profile path for the user logged onto the remoteworkstation. The Connect Drive option works as described in the ExploreHarddrive options above.

Selecting the View Services button from Remote Tools section 40 of FIG.1 displays the View Services Options dialog box shown in FIG. 9. Theoptions are Display All Services, Display Running Services, and DisplayStopped Services. The user selects the one he wants to see and clicksthe Display button. The results will be displayed in Notepad.

Selecting the Remote Task Manager button from Remote Tools section 40 ofFIG. 1 will launch Remote Task Manager™ connected to the remoteworkstation. Remote Task Manager (RTM) is a systems control interfaceavailable from SmartLine, Inc. that can be run from any remote WindowsNT/2000/XP computer. This enables systems administrators to control mostaspects of a remote environment. The simple-to-use, tabbed interfaceseparates applications, services, devices, processes, events, sharedresources, performance monitor and network monitor, making each of thesevery easy to manage.

Selecting the Send Popup Message button from Remote Tools section 40 ofFIG. 1 launches the Messenger program shown in FIG. 10 that allows theuser to send a popup message to the remote workstation. The user typesin a message and clicks the Send button. Clicking the Options buttonwill load the Messenger—Options dialog box shown in FIG. 11A that allowsthe user to exit Messenger when a transmission is successful or clearthe message box if transmission is successful. The Exit option overridesthe Clear option. If the user clicks the Signature button in this dialogbox, the Messenger Signature dialog depicted in FIG. 11B will open whichallows the user to personalize a signature which is appended to thebottom of each message that he sends. Microsoft's messenger service mustbe running on the local and remote workstations for the Messengerprogram to function properly.

Selecting the Remote Shutdown button from Remote Tools section 40 ofFIG. 1 will shutdown and restart the remote workstation using theShutdown GUI utility from the NT Resource Kit. This utility allows theuser to remotely shut down or reboot a computer running Windows NT. Itcan be run either with or without command-line parameters. If the userchooses this option, he will be warned that the encapsulated softwaresupport tools application will not function properly while the remoteworkstation is shutdown. The user will be presented with a Commandwindow that will display a continuous ping of the workstation. The userwill see it leave the network and then return. When it returns, the usercan close the Command window and work with the encapsulated softwaresupport tools application again.

Selecting the Ping Tools button from Remote Tools section 40 of FIG. 1will launch the Ping Tools application that allows the user to perform aping, continuous ping, or trace route on the remote workstation in theTCP/IP ping mode. The user interfaces are shown in FIGS. 12A-12B. PingTools are used most often to ensure that a workstation is attached tothe network. Continuous Ping is useful to ensure that a shutdown andrestart of the remote workstation occurs. The user can watch the remoteworkstation leave the network and then return. In a second ping mode,the user can click the Activate Oracle TNSPing button to ping or connecttest an Oracle database instance. The TNSPing utility determines whetheror not a service, e.g., Oracle database, Oracle Names server, on anOracle Net network can be reached successfully. The user can click theFind Instance button shown in FIG. 12B to search for an Oracle instanceby its application name, server, or acronym. When the user uses the FindInstance button to locate an instance, a Ping Server button will alsoappear that allows pinging the server (e.g., UNIX) on which the databaseruns. The user can click the Activate TCP/IP Ping button to return tothe TCP/IP ping mode and the original display.

In an exemplary embodiment, the user can select the Remote Cmd Console(Rconsole) button from Remote Tools section 40 of FIG. 1. Remote Consoleallows the user to load a command prompt on his workstation whichresides on a remote workstation. Commands typed in the session executeon the remote workstation. Remote Console is installed to allow killinga process on a remote workstation without the need to SMS Remote to theworkstation and use Task Manager. The Tlist executable and Killexecutable are also installed on each workstation with Rconsole for thatpurpose.

After the user has established an Rconsole session with the remoteworkstation, he can use the Tlist command to see the running processes.The Tlist command can find the process names and process IDs ofcurrently running processes. The user can use the Task Killing UtilityKill command to kill any process running on the remote workstation.

The syntax for the Kill command is as follows:

kill [If] {process_id|pattern}

-   -   where:    -   /f forces the process to terminate, rather than allowing it to        halt itself;    -   process_id specifies the ID number of the process to be ended.    -   pattern can be either a complete process name, or an expression        using wildcards that will be compared to the process names and        window titles of all current processes. For example, typing kill        *help* will end all processes with process names or window        titles that contain “help”.

Remote Console has a number of limitations. It cannot be used tosuccessfully launch an application on a remote workstation becauseeverything launched resides in the background. For example, if the userlaunches Notepad.exe, he will not see it on his screen, but it will be arunning process.

Remote Console cannot be used to connect to remote workstations orservers from the remote workstation. It can only manipulate the localdrives and registry of the remote workstation. For example, a batch filethat needs to connect to other resources such as a server will not work,but a batch file that deletes files on the remote workstation will work

Selecting the More Remote Tools button from Remote Tools section 40 ofFIG. 1 pulls up the Remote Tools Continued menu depicted in FIG. 13. TheBack button will return the user to the original Remote Tools menu.

The Recycle Spooler Svc option is used to stop and restart the printspooler service on the remote workstation.

The DOMAIN Fix option is used to correct registry settings on the remoteworkstation when a domain name does not appear as an option in the Loginscreen of the remote workstation.

Some of the applications used under the Remote Tools section areinstalled from the Windows Server Resource Kit. The user can installthese applications by running the applicable Windows Setup program.

FIGS. 14A-14F illustrate processing logic for a plurality of scenariosin an exemplary embodiment of the invention. Each figure includesseveral scenarios that illustrate the processing logic that applies tospecific scenarios. Each scenario begins with a customer user call intoa call center, help desk or similar functional operation as indicated inblock 100. Upon receiving the call, the help desk analyst launches theencapsulated software support tools application (also referred to hereinas Support Center Tools or SCTools) and connects to the remoteworkstation, as indicated in logic block 102. Depending on the nature ofthe customer user's problem (i.e., applicable scenario), a differentprocessing path will be followed. The different scenarios in FIGS.14A-14E are identified in decision blocks 104, 122, 130, 200, 206, 212,220, 300, 308, 316, 322, 400, 406, 412, 418, 500, 508, 516, 600, and610. The scenarios depicted in these figures are not intended to beexhaustive, or all inclusive. Other scenarios can be added as thebusiness need arrives, or as technology develops further. The order inwhich the scenarios are listed in these figures is not intended torepresent any type of ordered checklist to be followed by the analyst inaddressing the customer's reported problem.

In FIG. 14A, three scenarios are depicted. In a first scenario, thecustomer reports a CSS deployment issue of an Inventory of Files error,as indicated in decision block 104. The installed date for CSS iscompared with the current deployment date in SCTools as indicated inlogic block 106. The comparison of installed date with deployment dateis also checked by SCTools to warn the analyst if the analyst choosesthe wrong option. This is indicated in logic block 108 and by the dashedline connection between logic blocks 106 and 108. In decision block 110,a test is performed to determine if the install and deployment datesmatch. If they do, there is no deployment issue and processing ends intermination block 112. If the dates do not match, a test is performed indecision block 114 to determine if the installed version is less thanone deployment version behind. If that is the case, the analyst choosesto “Send CSS Incremental” which creates a series of batch files on theremote workstation that will download and install the incrementalinstall, as indicated in logic block 116. Otherwise, the installedversion is more than one deployment version behind, as determined indecision block 118. In this case, the analyst chooses to “Send CSS Full”which creates a series of batch files on the remote workstation thatwill download and install the full install, as indicated in logic block120. From both logic blocks 116 and 120, the issue has been resolved asindicated in termination block 140.

A second scenario depicted in FIG. 14A is indicated in decision block122. In this scenario, the customer reports a low disk space on harddrive problem. In this situation, the analyst selects “ManagementConsole” and uses “Disk Management” to view the amount of free space andmonitor progress. The analyst selects the Explore Hard Drive option asindicated in logic block 126. The analyst then uses the “Explore C:\”button to explore the customer's hard drive and eliminate large unneededfiles. This step is indicated in logic block 128. The issue is thenresolved as indicated in termination block 140.

In the third scenario depicted in decision block 130 of FIG. 14A, thecustomer reports a program launching when the customer logs on that isnot in the Startup folder. The analyst selects the “Registry Editor”button as indicated in logic block 132. Next, as indicated in logicblock 134, the analyst explores the Registry HKLM and HKCUSoftware\Windows\CurrentVersion\Run keys, and removes occurrences of theprogram (logic block 138). The issue is then resolved as indicated intermination block 140. The off page connector in FIG. 14A refers to FIG.14B which illustrates the next four scenarios.

In the first scenario depicted in decision block 200 of FIG. 14B, thecustomer reports that he needs to be an administrator of theworkstation. The analysts selects the “Administer Users” button asindicated in logic block 202. Next, as indicated in logic block 202, in“Local Users and Groups” the analyst selects “Groups, then“Administrators,” and adds the customer's ID to the group. This step isindicated in logic block 204. This resolves the issue as indicated intermination block 230.

In the second scenario depicted in decision block 206 of FIG. 14B, acustomer reports getting a pop up message from Messenger Service andwants it disabled. The analyst selects the “Administer Services” buttonas indicated in logic block 208. The analyst locates “Messenger Service”in “Services,” stops it, and disables or sets to manual load in“Properties.” The issue is then resolved as indicated in terminationblock 230.

In the third scenario depicted in decision block 212 of FIG. 14B, acustomer reports that his workstation is restarting at night and doesnot know the reason. The analyst selects the “Management Console” buttonas indicated in logic block 214. Next, as indicated in logic block 216,in “Computer Management,” the analyst explores the ‘Event Viewer Logs”to determine when and what may be causing the restart. The problem isthen resolved based on the analyst's findings as indicated in logicblock 218. The issue is thus resolved as indicated in termination block230.

In the fourth scenario depicted in decision block 220 of FIG. 14B, acustomer reports that an application cannot find some of its components.The analyst selects the “Diagnostics” button as indicated in logic block222. Next, as indicated in logic block 224, in “System Information,” theanalyst selects “Software Environment, Environment variables” to checkthe path statement for possible issues. Based on the findings, theanalyst can explore other possible causes or resolve the problem asindicated in logic block 226. The issue is thus resolved as indicated intermination block 230. The off page connector in FIG. 14B refers to FIG.14C which illustrates the next four scenarios.

In the first scenario depicted in decision block 300 of FIG. 14C, theanalyst cannot follow the customer's explanation of the problems thatare occurring. The analyst selects the “Remote Control Tools” button asindicated in logic block 302. Next, the analyst chooses “SMSAdministrator, Offer Remote Assistance, or remote Desktop” to remotecontrol the workstation to determine the customer's issue. This step isindicated in logic block 304. The analyst resolves the issue based onthe findings as indicated in logic block 306. The issue is thus resolvedas indicated in termination block 330.

In the second scenario depicted in decision block 308 of FIG. 14C, thecustomer reports getting a message about a drive that will not connectduring log in. The analyst selects the “Additional Information” asindicated in logic block 310. From the information gathered, the analystdetermines which persistent connections are mapped as indicated in logicblock 312. The analyst resolves the issue based on the findings asindicated in logic block 314. The issue is thus resolved as indicated intermination block 330.

In the third scenario depicted in decision block 316 of FIG. 14C, thecustomer reports that the mainframe password is not synchronized whenresetting the network password. The analyst selects the “Password Tools”button as indicated in logic block 318. Next, the analyst chooses the“Password Sync Utility” and configures it with the customer's mainframepassword. This step is indicated in logic block 320. The issue is thusresolved as indicated in termination block 330.

In the fourth scenario depicted in decision block 322 of FIG. 14C, thecustomer reports that the antivirus definitions are out of date. Theanalyst selects the “Symantec Antivirus” button as indicated in logicblock 324. The use of antivirus software from Symantec in the exemplaryembodiments described herein should not be regarded as limiting in anyway. The encapsulation of software support tools application can beadapted to work with any antivirus software product. As indicated inlogic block 326, the analyst compares the available definition date tothe customer's definition date and chooses “Update Virus Definitions” tocorrect the problem if the antivirus definitions are out of date. Theissue is thus resolved as indicated in termination block 330. The offpage connector in FIG. 14C refers to FIG. 14D which illustrates the nextfour scenarios.

In the first scenario depicted in decision block 400 of FIG. 14D, thecustomer is requesting that an icon from the customer's Start Menu beadded to the desktop. The analyst selects the “Profile Tools” button asindicated in logic block 402. The analyst then chooses “Explr UserWorkstn Profile,” browses to the Start Menu folder, copies the shortcut,browses back to the Desktop folder, and pastes the shortcut. This stepis indicated in logic block 404. The issue is thus resolved as indicatedin termination block 430.

In the second scenario depicted in decision block 406 of FIG. 14D, thecustomer is requesting a list or all ruing services on the workstation.The analyst selects the “View Services” button as indicated in logicblock 408. From the View Services option, the analyst then selects“Display Running Services” and emails the list generated to the customeras indicated in logic block 410. The issue is thus resolved as indicatedin termination block 430.

In the third scenario depicted in decision block 412 of FIG. 14D, thecustomer is reporting sluggish performance of a workstation. The analystselects the “Remote Task Manager” button as indicated in logic block414. From RTM, the analyst examines processes consuming CPU time totroubleshoot and resolve, as indicated in logic block 416. The issue isthus resolved as indicated in termination block 430.

In the fourth scenario depicted in decision block 418 of FIG. 14D, thecustomer's phone call to the Help Desk has been disconnected, theanalysts having the name of the computer, but not the customer's phonenumber. The analyst selects the “Send Pop Up Message” button asindicated in logic block 420. The analyst then sends a pop-up messagewith the analyst's phone number and asks the customer to call back theanalyst directly, as indicated in logic block 422. The issue is thusresolved as indicated in termination block 430. The off page connectorin FIG. 14D refers to FIG. 14E which illustrates the next threescenarios.

In the first scenario depicted in decision block 500 of FIG. 14E, thecustomer is reporting an inability to remote desktop to an officeworkstation. The analyst selects the “Remote Shutdown” button asindicated in logic block 502. The analyst then shuts down theworkstation. When the workstation returns to the network, the analystadvises the customer to attempt remote desktop again. These steps areindicated in logic block 504. The problem is resolved based on thefindings, as indicated in logic block 506. The issue is thus resolved asindicated in termination block 530.

In the second scenario depicted in decision block 508 of FIG. 14E, thecustomer is reporting poor network performance. The analyst selects the“Ping Tools” button as indicated in logic block 510. From the Ping Toolsoption, the analyst then selects the “Ping and Trace Routes” option toobserve network performance as indicated in logic block 512. The problemis resolved based on the findings, as indicated in logic block 514. Theissue is thus resolved as indicated in termination block 530.

In the third scenario depicted in decision block 516 of FIG. 14E, thecustomer is reporting a file on the hard drive that will not delete, andis locked by Windows processes. The analyst selects the “Remote CmdConsole” button as indicated in logic block 518. The analyst locates andrenames the file in the Command (DOS) Console, and has the customerrestart the workstation and delete the file. These steps are indicatedin logic block 520. The issue is thus resolved as indicated intermination block 530. The off page connector in FIG. 14E refers to FIG.14F which illustrates the final two scenarios.

In the first scenario depicted in decision block 600 of FIG. 14F, thecustomer is reporting symptoms of a hung workstation print spooler. Theanalyst selects the “More Remote Tools” button as indicated in logicblock 602. The analyst then selects “Recycle Print Spooler Svc” asindicated in logic block 604. The analyst then warns the customer thatthe print jobs were lost and should be sent to the printer again, asindicated in logic block 606. The problem is resolved based on thefindings, as indicated in logic block 608. The issue is thus resolved asindicated in termination block 620.

In the second scenario depicted in decision block 610 of FIG. 14F, thecustomer reports trying to login to the workstation, but the domain isnot listed. The analyst selects the “More Remote Tools” button asindicated in logic block 612. The analyst then selects the “Domain Fix”button as indicated in logic block 614. The customer is then asked torestart the workstation and check again for the domain in the list asindicated in logic block 616. The issue is thus resolved as indicated intermination block 620.

If none of the preceding scenarios are applicable to the customer'sreported problem, the scenario is not identified for processing via theencapsulated software support tools application described herein. Thisis indicated in termination block 630. Other steps would need to betaken to resolve the customer's reported problem.

The system and method embodiments of the present invention have beendescribed as computer-implemented components and processes. It isimportant to note, however, that those skilled in the art willappreciate that the mechanisms of the disclosed embodiments are capableof being distributed as program products in a variety of forms,regardless of the particular type of physical signal bearing mediautilized to carry out the distribution. Examples of signal bearing mediainclude, without limitation, recordable-type media such as diskettes orCD ROMs.

The corresponding structures, materials, acts, and equivalents of anymeans plus function elements in the claims below are intended to includeany structure, material, or acts for performing the function incombination with other claim elements as specifically claimed. Thoseskilled in the art will appreciate that many modifications to theexemplary embodiments are possible without departing from the scope ofthe present invention.

In addition, it is possible to use some of the features of theembodiments described without the corresponding use of the otherfeatures. Accordingly, the foregoing description of the exemplaryembodiments is provided for the purpose of illustrating the principlesof the invention, and not in limitation thereof, since the scope of theinvention is defined solely by the appended claims.

What is claimed is:
 1. A method, comprising: presenting information fora remote workstation and an end user to a support center utilityapplication interface; launching at least one remote workstationsoftware support tool pre-populated with information for the remoteworkstation from the support center utility application interface basedon an issue reported by the end user; and utilizing the launched remoteworkstation software support tool to perform at least onetroubleshooting step to resolve the issue reported by the end user byselecting a remote console tool from the plurality of remote workstationsoftware support tools and loading a command prompt via the supportcenter utility application interface that resides on the remoteworkstation, the command prompt allowing the at least one processrunning on the remote workstation to be killed via an input command atthe support center utility application interface; and performing a testto determine whether an install date associated with the remoteworkstation and a deployment date of the support center utilityapplication match, and if so, no changes are deployed, and if the datesdo not match, a test is performed to determine if a support centerutility application installed version is less than one deploymentversion behind to a most recent version of the support center utilityapplication, and if so, creating a series of batch files on the remoteworkstation that will download and install an incremental install of thesupport center utility application.
 2. The method of claim 1 wherein theplurality of remote workstation software support tools comprises aplurality of vendor-supplied workstation troubleshooting tools.
 3. Themethod of claim 1 wherein the plurality of remote workstation softwaresupport tools comprises a plurality of enterprise internal workstationtroubleshooting tools.
 4. The method of claim 1 wherein the plurality ofremote workstation software support tools comprises at least two toolsfrom among a registry editor tool, a password tool, an explore harddrive tool, an antivirus tool, a diagnostics tool, an administer userstool, an administer services tool, a remote control tasks tool, a remotetask manager tool, a send pop-up message tool, a ping tool, a profiletool, and a remote command console tool.
 5. The method of claim 1wherein the plurality of remote workstation software support toolsfurther comprises a tool to control the print spooler service on theremote workstation.
 6. The method of claim 1 wherein the plurality ofremote workstation software support tools further comprises a tool tocorrect registry settings on the remote workstation.
 7. A system,comprising: a data storage that stores a plurality of remote workstationsoftware support tools; a processor that executes a plurality ofcomponents, including: a component that presents information for aremote workstation and an end user in a support center utilityapplication interface; a component that launches at least one remoteworkstation software support tool pre-populated with information for theremote workstation from the support center utility application interfacebased on an issue reported by the end user; a component that utilizesthe launched remote workstation software support tool to perform atleast one troubleshoot step to resolve the issue reported by the enduser and which is further configured to select a remote console toolfrom the plurality of remote workstation software support tools and loada command prompt via the support center utility application interfacethat resides on the remote workstation, the command prompt that allowsthe at least one process that runs on the remote workstation to bekilled via an input command at the support center utility applicationinterface; and a component that performs a test to determine whether aninstall date associated with the remote workstation and a deploymentdate of the support center utility application match, and if so, nochanges are deployed, and if the dates do not match, a test is performedto determine if a support center utility application installed versionis less than one deployment version behind to a most recent version ofthe support center utility application, and if so, the component createsa series of batch files on the remote workstation that will download andinstall an incremental install of the support center utilityapplication.
 8. The system of claim 7 wherein the plurality of remoteworkstation software support tools comprises a plurality ofvendor-supplied workstation troubleshoot tools.
 9. The system of claim 7wherein the plurality of remote workstation software support toolscomprises a plurality of enterprise internal workstation troubleshoottools.
 10. The system of claim 7 wherein the plurality of remoteworkstation software support tools comprises at least two tools fromamong a registry editor tool, a password tool, an explore hard drivetool, an antivirus tool, a diagnostics tool, an administer users tool,an administer services tool, a remote control tasks tool, a remote taskmanager tool, a send pop-up message tool, a ping tool, a profile tool,and a remote command console tool.
 11. The system of claim 7 wherein theplurality of remote workstation software support tools further comprisesa tool to control the print spooler service on the remote workstation.12. The system of claim 7 wherein the plurality of remote workstationsoftware support tools further comprises a tool to correct registrysettings on the remote workstation.
 13. A non-transitory computerprogram product comprising a computer readable medium having computerreadable code embedded therein, the computer readable medium comprising:program instructions that present information for a remote workstationin a support center utility application interface; program instructionsthat launch at least one remote workstation software support toolpre-populated with information for the remote workstation from thesupport center utility application interface based on an issue reportedby an end user; program instructions that utilize the launched remoteworkstation software support tool to perform at least onetroubleshooting step to resolve the issue reported by the end user andwhich are further configured to select a remote console tool from theplurality of remote workstation software support tools and load acommand prompt via the support center utility application interface thatresides on the remote workstation, the command prompt allowing the atleast one process running on the remote workstation to be killed via aninput command at the support center utility application interface; andprogram instructions that perform a test to determine whether an installdate associated with the remote workstation and a deployment date of thesupport center utility application match, and if so, no changes aredeployed, and if the dates do not match, a test is performed todetermine if a support center utility application installed version isless than one deployment version behind to a most recent version of thesupport center utility application, and if so, the program instructionscreate a series of batch files on the remote workstation that willdownload and install an incremental install of the support centerutility application.
 14. The non-transitory computer program product ofclaim 13 wherein the plurality of remote workstation software supporttools comprises a plurality of vendor-supplied workstationtroubleshooting tools.
 15. The non-transitory computer program productof claim 13 wherein the plurality of remote workstation software supporttools comprises a plurality of enterprise internal workstationtroubleshooting tools.
 16. The non-transitory computer program productof claim 13 wherein the plurality of remote workstation software supporttools comprises at least two tools from among a registry editor tool, apassword tool, an explore hard drive tool, an antivirus tool, adiagnostics tool, an administer users tool, an administer services tool,a remote control tasks tool, a remote task manager tool, a send pop-upmessage tool, a ping tool, a profile tool, and a remote command consoletool.
 17. The non-transitory computer program product of claim 13wherein the plurality of remote workstation software support toolsfurther comprises a tool to control the print spooler service on theremote workstation.
 18. The non-transitory computer program product ofclaim 13 wherein the plurality of remote workstation software supporttools further comprises a tool to correct registry settings on theremote workstation.